ShepHyken

OCTOBER 15, 2018

Each week I read a number of customer service and customer experience articles from various resources. The 3 Types of Customers That Will Talk About Your Business—and The One That Definitely Won’t by Jay Baer. Great Customer Experience Means Consistent Customer Service by Glenn Pasch.

Customer Service 86

Customer Service Automotive Tips Feedback 86

ShepHyken

JUNE 27, 2018

I have a similar take on the customer service and customer service world. The three keys to customer experience success are consistency, consistency and consistency. The quality of the product or service must be consistent. Whatever the company sells must meet the expectations of the customer, every time.

Customer Service 87

Customer Service Chatbots Loyalty Customer Service Training 87

ShepHyken

MAY 7, 2018

Each week I read a number of customer service and customer experience articles from various resources. Overstock’s customer service texts have a 98 percent open rate by Ilyse Liffreing. Digiday) Overstock.com knows the days are long gone when people would call or email about problems with its products or service.

Customer Service 79

Customer Service Policies Retail Case Study 79

ShepHyken

FEBRUARY 16, 2022

When someone demonstrates a level of expertise and shares information you didn’t know, you tend to trust them. That expertise creates confidence. . The other will share the same information, but at the same time will educate you why one is better – or not – than another. Just make your customers smarter. . It’s simple.

Customer Experience 130

Customer Experience Customer Service Training Customers Loyalty 130

ShepHyken

DECEMBER 4, 2017

Each week I read a number of customer service articles from various online resources. Rethinking Federal Customer Experience by Frank Konkel. Nextgov) This eBook looks at how agencies are baking customer experience into their missions. The government admits to delivering poor customer service.

Customer Service 0

Customer Service Government Poor Customer Service Case Study 0

ShepHyken

OCTOBER 23, 2017

Each week I read a number of customer service articles from various online resources. You’ll have to read this excellent article by Vala Afshar, a genius in the world of customer service and CX. The information that Vala shares through his articles and blogs is always spot on. Next thing you know, you buy it.

Customer Service 74

Customer Service Retail Customer Service Training Measurement 74

ShepHyken

APRIL 30, 2018

Each week I read a number of customer service and customer experience articles from various resources. 16 Statistics Showing Data’s Influence on Customer Experience by Tricia Morriss. Phone Is King for Customer Experience by Blair Pleasant. (No 5 Predictions On The Future Of Customer Service by Mikhail Naumov.

Net Promoter Score 81

Net Promoter Score Customer Service Self Service NPS 81

ShepHyken

APRIL 18, 2023

For a number of years, I’ve preached that our customers no longer compare us just to our direct competitors, but instead to the brands they enjoy doing business with the most. In other words, the ones that provide the best customer service and experience. This is an easy one to emulate. Connect with Shep on LinkedIn.

B2C 64

B2C B2B Customer Service Training Retail 64

ShepHyken

APRIL 12, 2017

Once the customer service representative came on the call, Cindy briefly described the problem. What do you think happened when the new customer service rep came on? Shattered customer confidence. Even though our last customer service rep got the job done, the other two couldn’t.

Banking 97

Banking Customer Service Representative Customer Confidence Customer Service Training 97

ShepHyken

NOVEMBER 14, 2016

Each week I read a number of customer service articles from various online resources. ROI’s on the Prize: Twitter Links Social Customer Care and Willingness to Pay by Lia Winograd. Check out this article that expand on this information and more. My Comment: Here is some interesting info on customer support.

Omni-Channel 48

Omni-Channel Customer Service Trends Contact Center 48

Myra Golden

JULY 29, 2016

How to Talk to Customers: Human relations skills to help your employees deliver a delightful customer experience. How to Talk to Customers: Human relations skills to help your employees deliver a delightful customer experience. Email Writing: 3 elements of a great email customer experience.

Customer Service 53

Customer Service Training Course Customer Service Training 53

ShepHyken

JANUARY 25, 2017

The Dollar Shave Club continues to impress me with their amazing customer service. I have used them as an example of how to create a membership experience , but now I want to focus on their ability to deliver amazing customer service. For information contact or www.hyken.com. One billion dollars!

Customer Service 48

Customer Service Customer Focused Customer Service Training Retail 48

ShepHyken

DECEMBER 26, 2018

Customer service: You love the way they treat you. When you figure out a customer’s Why and can scale it to meet the reasons and needs of a larger group, you connect on another level that brings customers back, again and again. For information, contact 314-692-2200 or www.hyken.com. Follow on Twitter: @Hyken.

Culture 133

Culture Policies Customer Service Training Customers 133

ShepHyken

NOVEMBER 30, 2016

A good customer service experience is doing what you are supposed to do. Beyond satisfactory – and beyond good – is an exceptional customer service. His company, ClearSource provides customer support via phone, email, chat and social media for companies that want to outsource their customer service.

Exceptional Customer Service 48

Exceptional Customer Service Customer Satisfaction Customer Service Social Media 48

Myra Golden

JULY 29, 2016

How to Talk to Customers: Human relations skills to help your employees deliver a delightful customer experience. How to Talk to Customers: Human relations skills to help your employees deliver a delightful customer experience. Email Writing: 3 elements of a great email customer experience.

Customer Service 40

Customer Service Training Customer Service Training Course 40

ShepHyken

MAY 2, 2018

She took the package and told me she would text me the shipping information. This is a classic example of a lack of consistency , which comes from a lack of training. Customers need to know when there are problems or they have questions that they are dealing with knowledgeable and smart people. Wait here for just a moment.”

Hotels 89

Hotels Customer Service Training Training Conference 89

ShepHyken

OCTOBER 9, 2019

Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information, contact 314-692-2200 or www.hyken.com. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com.

Course 111

Course Customer Service Training Customer Service Training 111

ShepHyken

MARCH 14, 2018

You finally get to a customer service rep. You tell your story and the customer service rep responds, “I’m sorry, that’s not my department.” Since customer service has become a center of attention for most companies (even though some still don’t get it right), “That’s not my department” is being heard less and less.

Wait Times 108

Wait Times Customer Service Training Customers Customer Service 108

ShepHyken

OCTOBER 5, 2016

Like perfection is not reality, the concept of consistently WOWing customers is a lofty, if not impossible goal to achieve. WOW levels of customer service and experience are opportunities that typically fall in our lap in the form of complaints or problems we can resolve – or isolated opportunities to just do something special.

Hotels 133

Hotels Customer Service Training Leadership Customer Service 133

ShepHyken

OCTOBER 10, 2018

Whether it’s a special offer, such as “All You Can Eat” at a restaurant, a promise to do anything , or a guarantee of the work you deliver to the customer, there is only one way this works, and that is that you honor your offer, which is the same as honoring your word. That’s what builds confidence, trust and loyalty.

Customer Service Training 119

Customer Service Training Loyalty Company Training 119

ShepHyken

DECEMBER 19, 2018

So, how much do your customers trust you? Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information, contact 314-692-2200 or www.hyken.com. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com.

Customer Service Training 119

Customer Service Training Customers Loyalty Training 119

ShepHyken

OCTOBER 31, 2018

Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information, contact 314-692-2200 or www.hyken.com. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com.

Sports 111

Sports Customer Service Training Examples Training 111

ShepHyken

FEBRUARY 14, 2018

What if your customers said they would be willing to pay you twice what you normally charge? All they want in return is an amazing customer service experience. We already give great customer service. The point is that great customer service makes price less relevant. That’s all they want? Then do it!

Exceptional Customer Service 91

Exceptional Customer Service Study Customer Service Training Customer Service 91

ShepHyken

JUNE 28, 2017

This was their Customer Experience Summit, and the theme for the meeting was “Think Small: Big Differences Come from SMALL Details.”. Jason Bradshaw, the Director of Customer Experience, shared his vision about Volkswagen Australia being recognized and known for their amazing customer service. Follow on Twitter: @Hyken.

Customer Service Training 97

Customer Service Training Meeting Customer Service Interaction 97

ShepHyken

SEPTEMBER 27, 2021

Each week I read many customer service and customer experience articles from various resources. My Comment: Customer service starts on the inside, starting with employees. My concept of The Employee Golden Rule is about treating employees the same way you treat customers, if not even better.

Customer Journeys 19

Customer Journeys Customer Service Social Media eBook 19

ShepHyken

APRIL 25, 2018

There are many great customer service stories that can serve as a template for how to handle a problem. I always fall back on my five-step service recovery process to handle all complaints and problems. He also informed her that the team would be running laps outside after lunch as a reminder of why they don’t mess up an order.

Customer Confidence 62

Customer Confidence Customer Service Training Course Customer Service 62

ShepHyken

JULY 19, 2017

He shared an excellent customer service example that can be summed up this way: Trust your customers and they will trust you. The quick version of the story is this: A farmer owns a fruit and vegetable stand where his customers pay on the honor system. For information contact or www.hyken.com. He’s a smart man.

Conference 107

Conference Customer Service Training Customers System 107

ShepHyken

SEPTEMBER 13, 2017

Properly structuring the words you use can be a powerful way to not only communicate better but to deliver a better customer experience. Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author. For information contact or www.hyken.com. Follow on Twitter: @Hyken.

Customer Service Training 94

Customer Service Training Communication Training Course 94

ShepHyken

SEPTEMBER 27, 2017

Let’s switch industries and talk about an icon in the world of customer service. When Nordstrom decided to move into the online world, many of their customers were concerned that they would erode their reputation for amazing service. For information contact or www.hyken.com. Follow on Twitter: @Hyken.

Brands 86

Brands Customer Service Training Online Experience Groups 86

ShepHyken

MAY 25, 2016

It was for one of my Forbes columns, Seven Ways to Use Email to Build Your Brand and Create a Better Customer Experience. In the process of the interview, I asked Nate about his favorite customer service story. Find a way to prove to your customers that they can always count on you. Follow on Twitter: @Hyken.

Exercises 90

Exercises Customer Care Customer Service Training Customers 90

ShepHyken

JUNE 14, 2017

Short term, customers may not be happy, but in the end, they will appreciate you for your honesty and, as a result, have a higher level of confidence in you and your organization. Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author. Follow on Twitter: @Hyken.

Policies 91

Policies Customer Service Training Training Customer Focused 91

ShepHyken

JULY 13, 2016

Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author. For information contact or www.hyken.com. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. Follow on Twitter: @Hyken.

Customer Service Training 48

Customer Service Training Customers Training Customer Service 48

ShepHyken

MAY 4, 2018

This week we feature an article by Meyer Baron who writes about the essential stages of a winning customer experience. Smart companies promise a positive customer service experience, and they deliver. – Shep Hyken. Customer experience” means different things to different people. Improved customer service training.

Customer Experience 79

Customer Experience Advertising Sales System 79

ShepHyken

JANUARY 10, 2018

Sometimes, the most common-sense customer service tips are the most important. A while back, I was talking to my lawyer about the “client service” I experience from him and his firm. His explanation was that it was too basic and would potentially cause the audience to lose interest over information that was so rudimentary.

Customer Service Training 46

Customer Service Training Tips Customer Service Customer Experience 46

ShepHyken

SEPTEMBER 7, 2016

For example, getting transferred from one customer service representative to the next and having to repeat the issue. Or when a customer is asked to use the touchpad on their phone to type in their account number, only to be asked for the same number when the customer support representative finally connects with the customer.

Customer Service Representative 48

Customer Service Representative Customer Service Training Customers Customer Service 48

Up Your Service

MARCH 24, 2015

If an employee feels a customer should get a discount, either because a mistake was made or because they’re a great and loyal customer, then let them. First they had to realize that everyone on staff either directly serves the customer or serves those who serve the customer. Have mistake meet-ups.

Tips 40

Tips Hotels Culture Customer Service Training 40